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 LipaTix Help Center

How Can We Help You?

Find quick answers about buying tickets, M-Pesa payments, refunds, and managing your events.

Buying Tickets M-Pesa Payments Refunds Troubleshooting For Organizers Contact Support
Secure Payments
Instant Ticket Delivery
Refund Protection
QR-Verified Entry
Responsive Support

First-Time Buyers

New to LipaTix? Start here for a smooth introduction.

Buying Tickets

Step-by-step guide to purchasing your ticket.

M-Pesa Payments

How payments work and common errors explained.

Accessing My Tickets

View, download, and manage your purchased tickets.

Refunds & Cancellations

Understand our refund policy and timelines.

Troubleshooting

Fix payment, ticket, and account issues quickly.

Trust & Safety

How we protect buyers, organizers, and your data.

For Organizers

Everything you need to run your event on LipaTix.

New to Online Ticketing in Kenya?

LipaTix is Kenya's trusted event marketplace. You browse events, pay securely via M-Pesa or card, and receive a digital QR ticket by email and in your account — no printing needed. It's that simple.

Buying Tickets

How to buy a ticket — step by step

1

Find Your Event

Browse events on the Events page or use the search bar to find a specific event by name, category, or location.

2

Select Your Ticket Type

Click "Get Tickets" on the event page. Choose the ticket category (e.g. Regular, VIP) and the number of tickets you need.

3

Enter Your Details

Provide your name, email address, and M-Pesa phone number. Double-check your phone number — this is where the STK push will be sent.

4

Complete Payment

Choose your payment method — M-Pesa, card, or bank transfer. For M-Pesa, an STK push is sent to your phone. Enter your PIN to confirm.

5

Receive Your Ticket

Upon successful payment, your QR-coded ticket is automatically sent to your email and saved in your My Tickets dashboard.

Do I need an account to buy tickets?

You can buy tickets as a guest. However, creating a free account lets you access all your tickets in one place, re-download them any time, and receive event updates.

More buying questions

Can I buy tickets for someone else?

Yes. When entering details, provide the attendee's name. The ticket will be registered under their name. The email and phone number for payment can be yours.

Do I need to print my ticket?

No. You can show your digital QR code from your phone screen at the venue entrance. The organizer's scanner will verify it instantly.

Can I transfer my ticket to someone else?

Ticket transfers depend on the organizer's policy. Contact the event organizer directly or reach out to our support team for assistance.

Can I buy multiple ticket types in one order?

Yes. Some events allow you to mix ticket types in a single purchase. Available options are shown on the event page during checkout.

Accessing Your Tickets

Finding your tickets in My Account

Log in to LipaTix and go to My Tickets. All your purchased tickets are listed there and available for download at any time.

Ticket sent by email

Your ticket is emailed automatically after a successful purchase. Check your spam/junk folder if you don't see it. Search for an email from support@lipatix.com.

Re-downloading your ticket

Lost your ticket email? No problem. Log in and download a fresh copy from My Tickets any time before or on the event day.

Your QR code is unique & fraud-protected

Each ticket has a one-of-a-kind QR code. It can only be scanned once at entry. Screenshots and copies will not work if the original has already been scanned.

Tip: Screenshot your QR code before the event

Save a screenshot of your QR code so you can access it even without internet on event day.

Payments & M-Pesa

How M-Pesa payment works

1

STK Push Sent to Your Phone

After clicking "Pay", a Safaricom payment prompt (STK push) is sent to your registered M-Pesa number within seconds.

2

Enter Your M-Pesa PIN

Open the prompt on your phone and enter your 4-digit M-Pesa PIN to authorise the payment. Do not share your PIN with anyone.

3

Payment Confirmed

You will receive an M-Pesa SMS confirmation. LipaTix also confirms the payment and triggers instant ticket delivery to your email.

Payment deducted but no ticket received?

Do not pay again. Check your email (including spam). Log in and check My Tickets. If your ticket is still missing, contact support with your M-Pesa transaction code and we'll resolve it promptly.

Common M-Pesa error messages & what to do

Error Message What It Means What To Do
DS timeout user cannot be reached Your phone did not respond to the payment prompt in time. Make sure your phone is on and has a signal, then retry the payment.
Request not permitted Your M-Pesa account may be restricted or the transaction limit exceeded. Contact Safaricom on 100 or visit a Safaricom shop to check your account.
Insufficient funds Your M-Pesa balance is less than the ticket amount. Top up your M-Pesa wallet, then retry the payment.
Wrong PIN / too many attempts Incorrect PIN entered or account temporarily locked. Wait 24 hours for automatic unlock or contact Safaricom on 100.
The initiator information is invalid A temporary system-level issue between LipaTix and Safaricom. Wait a few minutes and try again. If persisting, contact LipaTix support.
Transaction expired You did not enter your PIN within the time window (usually 60 seconds). Start the checkout again and respond to the STK push promptly.

Paying by card or bank transfer

LipaTix also accepts Visa, Mastercard, and direct bank transfers. Select your preferred method at checkout. Card payments are processed securely.

Refunds & Cancellations

Event cancelled by the organizer

If an organizer cancels an event, you are entitled to a 90% refund. LipaTix will process this back to your original payment method automatically or within 3–5 business days after the cancellation is confirmed.

Event rescheduled or venue changed

If an event is rescheduled or moved to a new venue, you will be notified by SMS and email. Your existing ticket remains valid. If you can no longer attend, contact support within 48 hours of notification to discuss options.

Buyer-initiated cancellations

Refunds for buyer-initiated cancellations are at the organizer's discretion. Each event's refund policy is displayed on the event page. Contact the organizer or LipaTix support for assistance.

Refund timelines

M-Pesa refunds: 1–3 business days. Card refunds: 5–10 business days depending on your bank. You will receive a confirmation message when the refund is processed.

How to request a refund

Contact our support team via WhatsApp or email with your order reference, phone number, and the reason for the refund request. We aim to respond within 2 hours on business days.

Troubleshooting

Follow these steps before contacting support:

  • Check your email inbox — including spam and junk folders.
  • Search your email for messages from support@lipatix.com.
  • Log in to LipaTix and check My Tickets.
  • Wait up to 10 minutes — some M-Pesa confirmations arrive slightly delayed.
  • If still missing, contact support with your M-Pesa transaction code (e.g. QJF12345678) and the phone number used.

Do not panic. This can occasionally happen if a network issue caused the page to reload. Contact our support team immediately with both M-Pesa transaction codes. We will verify the duplicate charge and process a refund for the extra payment within 1–3 business days.

If you entered the wrong email, contact support with your order reference and correct email — we can resend the ticket. If the wrong M-Pesa number was entered, contact us so we can verify your identity and locate the order manually.

Try these steps:

  • Increase your phone screen brightness to the maximum.
  • Ensure the QR code is not partially covered or zoomed in.
  • Download a fresh copy of the ticket from My Tickets.
  • Ask the event staff to try manual verification using your order reference number.

Use the "Forgot Password" link on the login page. A reset link will be sent to your registered email. If you no longer have access to that email, contact support with your name and phone number for account verification.

When an event is sold out, no more tickets are available through LipaTix. We do not facilitate peer-to-peer resale. You can contact the event organizer directly to ask if they plan to release additional tickets.

Trust & Safety

Is LipaTix safe to use?

Yes. LipaTix processes payments through Safaricom's official Daraja API and licensed payment gateways. Your financial details are never stored on our servers.

Organizer vetting

All event organizers go through a registration and approval process before their events are published on LipaTix. This helps reduce fraudulent or misleading events.

Fake ticket prevention

Every LipaTix ticket has a unique, one-time-use QR code. Our scanning system flags duplicates instantly, protecting both honest attendees and organizers.

Your data privacy

We collect only the information necessary to process your ticket purchase. We do not sell your personal data to third parties. Review our Privacy Policy for full details.

Report a suspicious event or organizer

If you encounter an event or organizer you believe is fraudulent, please contact our support team immediately. We investigate all reports seriously.

Frequently Asked Questions

LipaTix is Kenya's event marketplace where you can discover, buy, and sell tickets for concerts, conferences, festivals, sports events, and more. We make ticketing simple, safe, and accessible for everyone in Kenya.

A small processing fee may apply to some ticket purchases. Any applicable fees are clearly shown during checkout before you confirm your payment — no hidden charges.

Refunds are guaranteed for cancelled events. For other scenarios, refund eligibility depends on the event organizer's policy. Contact support as soon as possible with your order details. See the Refunds section above for full details.

LipaTix does not currently support ticket resale between individuals. To avoid fraud and fake ticket scams, we recommend purchasing only through LipaTix's official platform.

Every LipaTix ticket contains a unique QR code tied to a verified purchase. Authentic tickets are available only from your LipaTix account (My Tickets) or the email sent to you after purchase. Never accept tickets from unknown third parties.

LipaTix works on all modern browsers (Chrome, Firefox, Safari, Edge) on mobile, tablet, and desktop. For the best experience, we recommend using the latest version of your browser.

No. An active internet connection is required to browse events and complete purchases. However, once downloaded, your PDF ticket can be opened offline and shown at the venue.

For Event Organizers

Running Your Event on LipaTix

Everything you need to know about creating events, tracking sales, and managing your attendees.

Creating an Event

Register as an organizer, complete your profile, then submit your event for approval. Include clear details, a compelling poster, and accurate ticket pricing.

Setting Up Ticket Types

Create multiple ticket tiers (Regular, VIP, VVIP, Early Bird, etc.) with different prices and quantities. You can update availability before the event.

Tracking Sales in Real Time

Your organizer dashboard shows live ticket sales, total revenue, fees, and net earnings. You can export attendee lists at any time.

When Do I Get Paid?

Funds are disbursed to your registered M-Pesa or bank account based on the payout schedule agreed during registration. Contact support for payout queries.

Scanning Tickets at Entry

Use the LipaTix check-in tool on any smartphone or tablet to scan attendee QR codes at the door. Scanned tickets are marked as used instantly.

Promoting Your Event

Share your event link on WhatsApp, social media, and email. Events with active promotion sell significantly more tickets. Keep your event description and poster attractive.

Cancelling or Postponing an Event

If you need to cancel or postpone, notify LipaTix support as soon as possible. We will coordinate attendee communications and process any required refunds.

Platform Fees Explained

LipaTix charges a small percentage fee per ticket sold to cover platform, payment processing, and support costs. Exact rates are shown in your organizer agreement.

Launch Your Event Now

No setup fees. Simple dashboard. Mobile friendly.

Still Need Help?

Contact Our Support Team

We're real people, and we're here to help. Reach out through any of the channels below.

WhatsApp Support

Chat with us directly. Best for urgent issues and quick answers.

+254 140 137 325

Email Support

For detailed queries, refund requests, or account issues.

support@lipatix.com

Support Form

Fill in our contact form and we'll respond to your registered email.

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